Supervisor, Telecommunications Operations

Position Summary

NeighborHealth is seeking an experienced Telecommunications Operations Supervisor to serve as a key operational support for the telecommunications team, ensuring smooth day-to-day functions, continuity of service, and effective coordination across systems and staff.

Essential Duties

• Coordinate daily telecommunications work and help keep team priorities on track.
• Serve as the main liaison with the Contact Center.
• Provide backup support for the PBX and related systems.
• Aid with system rollouts, upgrades, testing, and other special projects.
• Troubleshoot telecommunications issues and help resolve problems quickly.
• Work with vendors, internal departments, and staff to support reliable telecommunications service.
• Maintain records, documentation, and equipment information as needed.
• In the manager's absence, assign duties as needed to keep work moving.

Training Responsibilities

• Provide training for Contact Center systems and related telecommunications tools.
• Train incoming telecommunications staff on department procedures, systems, and support expectations.
• Develop and update training materials, guides, and process documentation.
• Provide follow-up help and refresher training when systems or procedures change.

On-Call Responsibility

• Participate in an on-call rotation with department staff to respond to urgent issues, outages, and other critical needs outside of regular business hours, ensuring timely support and continuity of service.
• Escalate to Manager or CTO, if necessary.

Supervisory Scope

• Provides day-to-day coordination and task oversight for the telecommunications team, including assigning work and following up on priorities as needed.

Qualifications

• Bachelor’s degree in Telecommunications, Information Technology, Computer Science, or a related field (or equivalent combination of education and experience).
• 7 to 10 years of progressive experience in telecommunications support, contact center operations, and enterprise phone systems, including increasing responsibility in coordination or leadership roles.
• Minimum of 5 years’ experience in healthcare or multi-site clinics required.
• Strong interpersonal and communication skills, with the ability to build rapport across diverse teams.
• Solid knowledge of PBX and VoIP systems, contact center platforms, call routing, telecom infrastructure, vendor coordination, and system implementation and support practices.
• Exceptional problem-solving and conflict-resolution abilities.
• Ability to handle sensitive and confidential matters with professionalism and discretion.
• Proficiency in Microsoft Office Suite.

Benefits

The pay range for this role is $99,840 - $153,920.